What is a complaint

The needs of residents are our top priority and we pride ourselves in delivering quality services in the most effective and efficient way possible. Sometimes things go wrong and we need to be aware so that we can fix and learn from them.

The Council’s definition of a complaint is an expression of dissatisfaction about:

failure to follow process

failure to follow the Council’s own policy

significant or repeated failure to provide a service

failure to do what we said we would do

failure to respond.

Not every expression of dissatisfaction will be a complaint. Some dissatisfaction about the Council’s action will be treated as a request for us to do something, for example, a service request. We will deal with these as part of the Council’s day to day business, rather than through our complaints process.

The most effective way to request a service or report something to the Council is through our standard customer contact channels. Some examples of these are: